Support Services Manager

Alameda, CA
Salary: $43,690.00 to $52,000.00 /year

Position Title: Support Services Manager

Division: Adult and Family Services

Department Support Services

Reports to: Director of Programs

Supervises: Support Specialists

FLSA Classification: Exempt

Location: Service Center



The Support Services Manager supervises two full-time Support Specialists while maintaining a reduced caseload. The Adult Services Manager develops and implements case management supportive services for APC residents, with the goal of keeping residents stably housed.


  • Develop and coordinate intervention strategies to support APC families to maintain housing and develop the life skills and tools needed to achieve personal wellness and self-sufficiency.
  • Supervise, monitor, and direct two Support Specialists to ensure services are consistent with resident community goals and APC contractual guidelines.
  • Participate in the recruiting, interviewing, and hiring of APC support staff.
  • Orient new staff to agency, its goals and procedures, and train new staff to succeed in the position.
  • Provide professional development to Support Specialists.
  • Monitor and implement legal compliance measures, especially regarding HIPAA requirements and HUD regulations.
  • Track and monitor Support Specialists transmitting data to the Database Coordinator for the Homeless Management Information System (HMIS) and keeping records, especially annual assessments, up-to-date in case files.
  • Follow APC personnel policies in supervision, discipline, and termination of trainees.
  • Address employee complaints and grievances.
  • Provide case management services to a reduced caseload of APC residents.
  • Provide direct crisis support and service intervention support to staff and residents.
  • Coordinate with APC Property Management to identify resident housing retention support needs and concerns.
  • Coordinate with staff from Employment and Education and Child &Youth Programs to help residents retain housing and achieve self-sufficiency goals.
  • Engage APC residents to obtain feedback and suggestions and to coordinate with resident community partners in planning and implementing community-building activities and family and adult programming.
  • Participate in public outreach events.
  • Attend APC management meetings.

Administrative Function

  • Ensure that the Support Specialists process Annual Assessments, Updates, Release of Information forms, and other resident documents, in a timely fashion.
  • Ensure that Support Specialists maintain resident intake paperwork, service documentation, and activities in client files and in Clarity database.
  • Monitor Adult Services budget.

Essential Skill and Qualifications

  • BA degree in psychology, social work, or related field, or equivalent experience.
  • Two years’ experience supervising case management staff, working directly with adults and or teens residing in disenfranchised communities, challenged by homelessness and/or disabilities.
  • Three years’ experience in social services providing direct services to homeless, disabled or disadvantaged populations including experience with harm reduction programs and client-driven services.
  • Willingness to adapt work schedule to meet program and client needs.
  • Experience working effectively in a multicultural, diverse environment.
  • Technical aptitude to learn and manage data management systems.
  • Experience working with people of all backgrounds.
  • Basic computer proficiency, including MS Word and Excel.
  • Ability to work in a non-profit setting with a limited budget.
  • Excellent communication and coordination skills.
  • Ability to work independently and as part of a collaborative services team.
  • Excellence in maintaining up-to-date documentation and record keeping.
  • Ability to maintain role boundaries while working cooperatively with administrators, service staff, and tenants.
  • Excellence with time management and organization of tasks and resources.
  • Ability and willingness to adhere to organizational policies and procedures.
  • Ability to work effectively in high stress situations.
  • Possession of a valid California Driver’s License and meets agency insurability requirements.
  • Good corrected reading vision.
  • Ability to sit for long periods of time.
  • Occasional lifting of 10-20 pounds.
  • Good communication skills including written, verbal, in person and by telephone.
  • Ability to learn new tasks and/or systems.
  • Computer skills (including Word, Excel, Publisher, and Powerpoint).
  • Reasoning and thinking skills and ability to problem solve.
  • Familiarity with wellness and recovery-based employment and service models.
  • Ability to take initiative and provide leadership with a diverse collaborative services team.
  • Creative and engaging teaching and training skills.
  • Ability to work effectively in high stress situations.

This job description does not promise or imply that the functions listed are the only duties to be performed or that the position may not change or be eliminated. Employees are always expected to follow their supervisor’s instructions and to perform the tasks requested by their supervisors.

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